Is Your Customer Service Exceptional? Need to Lead in Your Market?
The Academy panel discusses a commitment to customer service that must start from a quality business culture or code of conduct. Learn about certain tactics that will make your shop stand at the top of the list as you show your customer uncompromising differentiation.Listen and view episode notes
How do you integrate a second-generation millennial into a succession plan?
Tony Tatich from TMT Complete Auto Service Center in Bremen, IN shares his view on the family business and the aftermarket from a millennials point of view.
Hear Tony talk about his Dad, the business, the industry and the future. It is a big business in a very small town.
He’s doing a lot of things right. See how many you agree with.Listen and view episode notes
Did you know that it may take 12 marketing touch points with your customer or potential customers to get them you’re your door?
Carrie-Lynn Rodenberg owner of Turnkey Marketing is totally focused on the service professional.
Many service professionals do marketing and social media well. You will affirm you strategies with Carrie-Lynn. If you struggle with marketing or social media, you will find many ideas to help you get started or to help you understand how to start.
The episode contains talk on customer touch points, Facebook, Instagram, Twitter and Linked In. We also cover organic content creation and how to optimize all your marketing channels for the greatest impact for your efforts.Listen and view episode notes
Husband and Wife Team Keeps Careful Watch on all Details of their Business.
Judi and Dana Haglin work together so well because they say ‘They are opposites’. Each of their own passions help drive their successful business. Haglin Automotive, a twelve bay shop in Boulder, CO, was recognized in 2015 as Motor Age Top Shop of the Year. They continue to look for ways to improve their systems and marketing that will give them a competitive advantage.
The Haglin’s are all about team and culture and share many great ideas and insights on marketing, training, and stress relief. They share their rules for finding harmony in their personal and business relationship, their core values and their top strategy to corral new customers.Listen and view episode notes
Unlikely pathway to shop ownership.
Margie van Lierop from Beach Cities Garage purchased a shop from friends after being a successful magazine publisher. She has had an interesting career in corporate radio and in the music business.
Margie has made a strong transition to a shop owner and tells you the things she is doing to make improvements to her business every day. She makes no mistakes that is has been trial by fire for her.
She has a great spirit and her personal drive and commitment shines throughout the interview. She shares her experience in working with a beta program from Bosch called Sweetworxx.Listen and view episode notes
Third Generation Service Professional is Known, since 1951, as a Super Ethical shop that Never Compromises.
Brett Beachler is Vice President of Beachlers Vehicle Care & Repair. Brett’s grandfather Bob started the business and his Dad Terry is active every day. Beachlers believes that customers need to be taught the concepts of automotive and become friends. They are known throughout their community as the shop of second options.
Helping their customers get 250K miles from their vehicle helps drive the high maintenance numbers the shop performs. Giving tours of the new facility is a smart tactic and strives to educate their customers of the behind the scenes of automotive repair.
To add to their new customer growth Brett has instituted a traveling lunch and learn program in his community and has a strong charitable program for new customers first oil change.Listen and view episode notes
High Flying Entrepreneur Combines Used Cars with Automotive Service to Create the Right Formula.
Bill DeBoer, AAM has been responsible for bringing innovations in daily operations to the full-service, high-tech auto repair facility for 20+ years. Started by his dad in 1982 DeBoer’s also sells used cars.
DeBoer speaks to the value ride sharing will bring to his business, his new mastermind group, and his new Car Care Club among many other topics.Listen and view episode notes
Brothers Jason and Luke Malo shopped their business plan and no bank would help them.
Jason Malo (pictured) and his brother Luke started 10 years ago with a loan from their parents. With their experience in management and fixing cars, they created a business plan and took the plunge. This is a story of how they pulled together and made it work. Never easy but steady.
It doesn’t take much for consumers to be disloyal to their repair shop.
Kathleen Long the VP of Customer Success and GM of the Shop Network at RepairPal shares results of their constant surveying of the automotive consumer. This episode is packed with quantifiable and conceptual strategies to improve the service professionals total customer service experience.
This data brings a perspective to what needs to be done by the service professional to accommodate the consumer’s needs and perceptions that will grow their service business.
Episode highlights include warranty, reviews, pricing, the showroom or lobby, bathrooms, loaner cars, quality vs convenience, texting, and a good bedside manner. There is something here for everyone.Listen and view episode notes
How strong is your social media strategy?
Many service professionals wonder how valuable and important a great social media presence is to connect with their customer’s digital DNA.
Learn from early adopters Frank Leutz from Desert Car Care and Greg Buckley from Buckley’s Auto Care. These two service professional entrepreneurs are sharing their strategies and how-to concepts for creating or improving your social media presence.Listen and view episode notes
Amy Mattinat of Auto Craftsmen in Montpelier, VT had the good fortune to combine her love of cars with a career in the automotive industry. Whether going on ride-and-drives, teaching car care clinics, running her independent repair shop or working with the Car Care Council Women’s Board, she is able to combine her two passions:…Listen and view episode notes